RETURNS, REFUNDS AND CANCELLATION POLICY

Guruved Ayurveda Healthcare

1. Scope

1.1 This Policy governs the cancellation of orders, the return of Products, and the processing of refunds and replacements in respect of purchases made through www.guruved.in

1.2 This Policy forms part of our Terms and Conditions and should be read together with them.

2. General Position

2.1 The Products are consumable food products. Having regard to considerations of hygiene, consumer safety and product integrity, returns and exchanges are not accepted once a Product has been delivered and accepted, save in the circumstances specified in Clause 4.

2.2 Customers are requested to read the product description, ingredient declaration, quantity and directions for use before placing an order, and to consult a registered medical practitioner where appropriate.

3. Cancellation

3.1 Cancellation by the customer. An order may be cancelled without charge at any time prior to dispatch. A request for cancellation should be sent to gurvedayurveda1@gmail.com or to +91 76967 08534quoting the order number. Once an order has been dispatched and a tracking number generated, it cannot be cancelled. Where a prepaid order is cancelled prior to dispatch, the full amount shall be refunded in accordance with Clause 8.

3.2 Cancellation by us. An order may be cancelled in whole or in part where the Product is unavailable; there is an error in price or product information; the delivery pin code is not serviceable; verification of a cash on delivery order is unsuccessful after two or three attempts; or fraudulent, abusive or unauthorised resale activity is reasonably suspected. Where a prepaid order is cancelled by us, the full amount shall be refunded without deduction.

4. Circumstances in which a Return is Accepted

4.1 A return shall be accepted, and a refund or replacement offered at the election of the customer, where the Product delivered:

(a) is damaged in transit, whether broken, crushed, leaking or otherwise physically impaired;

(b) is received in a tampered condition, or with the outer packaging or product seal opened, broken or interfered with;

(c) is not the Product, variant or pack size ordered;

(d) is short in quantity as against the order;

(e) has expired

(f) suffers from a manufacturing defect.

4.2 All claims under this Clause must be raised within seven days of the date of delivery.

5. Circumstances in which a Return is Not Accepted

5.1 Returns, refunds and exchanges shall not be entertained where:

(a) the customer has changed his or her mind, has selected the Product in error, or no longer requires the Product;

(b) the objection relates to taste, smell, texture, colour or appearance, these being inherent characteristics of natural ingredients which vary between batches;

(c) the Product has been opened, used or partially consumed, otherwise than in the circumstances described in Clause 4;

(d) the seal has been broken by the customer and the Product is thereafter found unsatisfactory;

(e) the Product has not produced an expected result, results varying between individuals and the Products not being medicines;

(f) the claim is raised more than seven days after delivery;

(g) the evidence required under Clause 6 is not furnished;

(h) the Product was purchased through any channel other than the Website, in which event the seller concerned should be approached directly;

(i) the objection relates to minor variation in texture, clumping or softening attributable to temperature during transit, which does not affect the safety or efficacy of the Product; or

(j) the damage is attributable to improper storage after delivery.

6. Evidence Required

6.1 In support of any claim under Clause 4, the following must be furnished:

(a) a continuous and unedited video recording of the unboxing, commencing before the sealed outer consignment is opened and showing the shipping label, the opening of the consignment and its complete contents. A recording that commences after the consignment has been opened cannot be accepted;

(b) clear photographs of the outer packaging including the shipping label, the Product as received, the batch number and date of expiry printed on the pack, and the specific damage or defect complained of;

(c) the order number and the contact particulars registered with us;

(d) retention of the Product together with all original packaging until the claim is concluded.

6.2 These requirements apply uniformly and enable genuine claims to be settled promptly and without further enquiry.

7. Procedure

7.1 A claim should be raised within seven days of delivery by electronic mail to gurvedayurveda1@gmail.com, bearing the subject "Return Request - Order No. [ ]", or by message to +91 76967 08534, enclosing the evidence specified in Clause 6.

7.2 The claim shall be acknowledged within forty-eight hours, and further particulars may be sought.

7.3 A decision shall be communicated within three to five working days of receipt of complete evidence.

7.4 Where the claim is allowed, reverse pick-up shall be arranged from the delivery address at no cost to the customer, ordinarily within three to five working days. Where reverse pick-up is not available at the location, the customer may be requested to dispatch the Product, and reasonable courier charges shall be reimbursed against production of the receipt.

7.5 Upon receipt and inspection of the returned Product, ordinarily within two to four working days of pick-up, the remedy elected by the customer shall be given effect.

7.6 No shipping cost shall be borne by the customer in respect of a claim allowed under Clause 4.

8. Refunds and Replacements

8.1 Replacement. A fresh unit of the same Product shall be dispatched at no cost, ordinarily within two working days of receipt and inspection of the returned Product, subject to availability. Where the same Product is unavailable, an alternative of equivalent value or a full refund shall be offered.

8.2 Refund. The amount paid in respect of the affected Product shall be refunded, together with any shipping charge attributable to it.

8.3 Refunds shall be initiated within [two] working days of receipt and inspection of the returned Product, or of an approved cancellation, and shall be made to the original mode of payment as follows:

8.4 In respect of cash on delivery refunds, the account holder's name, account number and Indian Financial System Code are required. Refunds shall be made only to an account in the name of the person who placed the order. Such particulars should be furnished only in response to correspondence from our official electronic mail address or telephone number.

8.5 The date on which credit is received is subject to the processing timelines of the customer's bank or payment service provider, over which we exercise no control. The refund reference number or transaction identifier shall be furnished on request to enable the customer to trace the transaction.

8.6 Where a discount, coupon or promotional benefit has been availed, the refund shall be computed on the amount actually paid and not on the maximum retail price or pre-discount value.

8.7 In the case of a partial return from a multi-item or combination order, any quantity or bundle discount shall be recomputed on the items retained and the refund adjusted accordingly.

8.8 Refunds are not made in cash.

9. Consignments Returned Undelivered

9.1 Where a prepaid consignment is returned undelivered by reason of an incorrect or incomplete address, the unavailability of the recipient across all delivery attempts, or refusal of the consignment, we shall contact the customer to arrange redelivery. Redelivery may attract a shipping charge of Rs [X].

9.2 Where the customer does not require redelivery, the amount paid shall be refunded after deduction of the forward and return shipping costs actually incurred.

10. Adverse Reactions

Any person experiencing an adverse reaction following consumption of a Product should discontinue use immediately and consult a registered medical practitioner. The occurrence should also be reported to us at gurvedayurveda1@gmail.com together with the order number and the batch number printed on the pack, so that the matter may be investigated and our obligations under the Food Safety and Standards Act, 2006 discharged. Every such report is investigated and responded to individually.

11. Statutory Rights

Nothing in this Policy derogates from the rights available to consumers under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including in respect of goods that are defective, deficient or spurious, or that do not conform to the description under which they were sold.

12. Grievance Redressal

Name: Gurwinder Singh

Electronic mail: gurvedayurveda1@gmail.com

Telephone: c

Address: Rampura Road, Near Aman Traders, Bhawanigarh, District Sangrur, Punjab 148026

Complaints shall be acknowledged within forty-eight hours of receipt and shall ordinarily be resolved within one month of receipt.

General customer assistance is available at gurvedayurveda1@gmail.com and +91 76967 08534 between 9:00 a.m. and 9:00 p.m, Monday to Saturday.